Complaint handling

Continuous improvement is at the heart of everyone we do.

If you have a complaint about the way we have interacted with you or are dissatisfied with a decision we’ve made, you can:

Complaints

We are committed to ensuring the safe use of public land and protecting wildlife and biodiversity in Victoria.

We expect our staff and Forest and Wildlife Officers to act with a high degree of professionalism and impartiality. We do not tolerate improper conduct.

We review complaints about the behaviour and conduct of our staff and Forest and Wildlife Officers. Examples of complaints include:

the use of inappropriate or offensive language
an aggressive or rude demeanour
the use of excessive force
misuse of statutory powers
failure to comply with their legislative obligations.

If you suspect serious improper conduct by the Conservation Regulator you can contact the DEECA Integrity unit through disclosures@deeca.vic.gov.au or you can make a Public Interest Disclosure. More information about this process is provided on the DEECA Public Interest Disclosures page.

We do not review complaints about:

Agriculture Victoria Authorised Officers. The Agriculture Victoria Authorised Officer page provides more information about this process.
allegations of fraud or corruption. You can contact the DEECA Integrity unit through disclosures@deeca.vic.gov.au or access the DEECA Public Interest Disclosures page for more information.

Making a staff complaint

If you have a complaint about the way Conservation Regulator staff have behaved or interacted with you, you can submit a compliant using the complaint form below.

Conservation Regulator Complaint Form

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More information on submitting a complaint is provided on the Making a complaint page.

Regulatory decision reviews

The Conservation Regulator issues licences, permits, and authorisations in accordance with the law to protect wildlife welfare and manage natural resources.

When we make a decision regarding an application or a current licence or authorisation, it's called a regulatory decision.

Regulatory decisions include:

Issuing, refusing, suspending, or revoking a wildlife licence, permit, or authorisation.
Issuing, refusing, renewing, or revoking a forest produce licence.
Amending the conditions of a licence, permit, or authorisation.
Requiring licence or authorisation holders to do specific actions to address issues identified by a Forest and Wildlife Officer. For example, by issuing a Directions Notice or Improvement Notice,
Issuing sanctions, such as Official Warnings or enforceable undertakings.

If you are dissatisfied with how we applied the law during our decision making, you can submit a request to review the decision using the form below.

Regulatory Decision Review Request Form

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More information on submitting a request is provided on the Regulatory Decision Reviews(opens in a new window) page.

If you feel we made an error or did not follow our published procedures during our decision making, you can submit a request for a Regulatory Decision Review.

You cannot request a review of our decision to issue or refuse a licence or authorisation because you want to provide more information. You will need to submit a new application.

To request a review of an Infringement Notice, follow the instructions provided on the back of your notice for requesting an internal review.

Complaint and regulatory decision review management principles

We recognise the importance of a fair, transparent, and responsive process for managing complaints and regulatory decision reviews.

Our process is guided by the following principles

- We undertake complaint and regulatory decision reviews in accordance with procedural fairness.
- We treat everyone with respect and courtesy during the complaint/review process.
- We maintain confidentiality throughout the complaint/review process.
- We only provide details of the complaint/review to officers involved in the review process.
- We assign someone to assess the complaint or consider the regulatory decision who has not been involved in the original incident or decision making. They may contact you to discuss your submission or request more information.
- We listen to and understand your views and respect your opinions.
- We are clear about what's driving our actions, what we can and can't do, and the decisions we make.
- We provide information about your right to complain and how to make a complaint on our website:
  - Forest and Wildlife Officer Complaints
  - Regulatory Decision Reviews
- We do not charge a fee for making a complaint or requesting a regulatory decision review.
- We acknowledge complaints and regulatory decision review requests within two business days of receiving a completed form.
- We assess complaints and review requests in a timely manner. The complexity of the matter will determine how long this may take. We will say in our acknowledgement the anticipated timeframe for resolving the complaint or review.
- We keep everyone involved in the process informed of the progress. We will advise the outcome of the complaint or review.
- We record all complaints, regulatory review requests, and responses in a central register.
- We recommend any preventive improvement actions to senior management for implementation.
- We review the complaint and regulatory decision review process annually and amend as required.
- You must submit complaints and requests to review regulatory decisions in writing. If you need help completing the form, contact our Customer Contact Centre on 136 186.
- We ensure we are consistent in the way we assess complaints and review regulatory decisions.
- We make appropriate changes when mistakes and issues are identified.
- We notify you and the Conservation Regulator staff members involved in the complaint or review separately of the outcome.

These principles are in line with the Victorian Ombudsman’s Complaints: Good Practice Guide for Public Sector Agencies, September 2016, and Good Practice Guide to Dealing with Challenging Behaviour.

Appealing complaint and review outcomes

If you are not satisfied with the outcome of our assessment or how we handled your complaint/review request, you may escalate your complaint by contacting the Victorian Ombudsman.

Environment, water & energy

Updated 1 September 2025